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Sensitive customers

Sensitive customers

We’ve got a range of services available to help you identify, register and manage sensitive customers which are summarised below. If you’d like more information about our services and tariffs, please see our wholesale service offering and wholesale tariff document.

As a guideline, we classify the following as sensitive customers:

  • Hospitals.
  • Prisons.
  • Educational establishments (including special needs schools).
  • Farms and abattoirs (with commercial livestock).
  • Vulnerable domestic customers sharing a supply with a non-household customer premises.
  • Sole traders who are sick, elderly, or disabled.
  • Care homes and nursing homes, where eligible.

If you identify that one of your non-household customers is sensitive, you’ll need to let us know using the appropriate market transactions. We also ask you to provide us with a site-specific arrangement using this template. For more information on what we do in relation to sensitive customers, please see our wholesale service offering and our sensitive customer and site-specific arrangements policies in the document library.